Customer Support Professional Blog

This is how you create loyalty folks. Time to step up the support efforts if you want to compete.

— Will Herman

How to tell a great customer support service from a mediocre one? That’s easy. Great is what goes beyond your expectations.
Will Herman shows the difference in companies attitude to customer support providing a very […]

Isn’t today a birthday of one of your clients? Or maybe a holiday in her country? Or is today a one year anniversary of your first meeting? Be creative. It’s not difficult to come up with a reason for celebration.
Congratulate your customers, wish them good luck, lots of money and happiness. Just say warm words […]

You already know shit rolls downhill. In casual games, customer support is at the bottom of that hill. Actually, it’s in a valley, nestled between the company and the consumer. When anyone on either side makes a mistake, it rolls down the hill, and the support team deals with it.
– William Kinnikin

I feel a little […]

Be reactive
Respond promptly. Even if you simply confirm to the customer that you have reproduced his problem he feels that his issue is being taken care of and not waiting in a dusty pile of other issues. Moreover fast response means you as a support person can get more useful information in less time while […]

Have you ever experienced mediocre customer support? Remember being unable to get to the right person, never getting promised callbacks, being put on hold for long minutes, reading standard autoresponder ‘Thank you for your feedback…’ bullshit, waiting for email response for weeks, getting wrong or unprofessional answers, being redirected to other departments and so on. […]